Failed move from Plusnet to EE

[dparr1959]

I Placed a migration order from Plusnet to EE by phone order for broadband and home phone in June 2026

Equipment was sent out Just before the switch over 13th June for broadband and 19th June for home phone.

Switch over date arrived still with Plusnet rang Plusnet / EE  was told the  order is stuck with Openreach rang again 2 days later got the same answer for over a week..

Made a complaint to hurry things along was told they would get back to me in 3 days.

No one could help so made another complaint was  told will get back to you in 10 working days.

This delay took nearly a month and still no wiser.

Decided to make a formal Complaint and asked for compensation for 27 days stuck in limbo and to cancel my move to EE.

The Complaint was agreed and was told the compensation would be paid by 19th August.

26th August I ring to see why I have no received the compensation agreed.

Was told I am not entitled because the order never got to Openreach . Looks like any excuse not to pay up and the person that told me that has no understanding of ofcom rules whatsoever.

28th August 

I have now asked for compensation as agreed or a dead lock letter .

Lucky I was on a one switch move so did not lose service.

Have now moved to Vodafone with out any problems.

[c-ikadluczka]

[Mod edit: Image rejected as it contained personal information]

[Magpie26]

How quickly did it take to set up with Vodafone?

I would like to cancel my EE contract but was warned by EE today it would take 14 days to go back to Plusnet. And they can't cancel the order now as order not yet been processed.... stuck in limbo.

But I want to return to Plusnet or switch to Vodafone ASAP. I shld never have consented to migration. 

[dparr1959]

Move to Vodafone was within 2 Weeks and both broadband and phone same day

Just been offered and i accepted the offer of £247.00 as the case was at the Communication  ombudsmen and EE made a offer before it went further.

Payment received last week in full 

Google Ofcom rules : says it automatic compensation but EE tried to fob me off.

My Case :

I signed a contract via phone 13th June 2026 for Broadband & home Phone to move from Plusnet to EE.
I received text to say my move was happening on the 19th June 2026 for broadband with home phone moving to EE on the 14 July 2026
On the date of the broadband move over to EE nothing happened i rang up EE three times was told order stuck at Open reach then a text from EE says will get back in 10 days rang again and no one knew what was happening , Then another text to get back to me in 3 days , Rang again was told the order was still stuck at open-reach and they would give it a kick.
i made 3 complaints and nothing happened.
So i asked to file a informal compliant and asked to cancel the service and was told they would cancel the order and pay compensation ( £174.42 ) for 27 days which was agreed by phone and should be paid by 19th August 2026.
Rang on the 26th August about the agreed compensation offer , was told 3 days later i was not entitled to the compensation because the order never got to Open reach so that’s why i am not entitled to the
compensation.
I replied that i am escalating this because an agent legally committed to a verbal contract of £174.42 in compensation under Ofcom's Automatic Compensation Scheme for a 27-day activation delay.
I then made contact via EE Text message to reopened the complaint again and received a letter dated 27th August 2026 that they are working on resolving my complaint 
one of my main issues is lack of communication, nobody told me anything about the updates and couldnt understand why there were delays. i probably wouldn’t have raised the complaint if the communication was sufficient.

Offer From EE

I'm hoping we can chat and reach a quick resolution to your Ombudsman case.I apologise for any inconvenience caused over this journey. I'm more than happy to add the engineer compensation of £172.42 and a further gesture of £75 for any inconvenience making a total credit offer of £247.42. If your happy to accept this offer as a full and final closure then please click accept on your online Ombudsman case file.

[Magpie26]

This is so helpful, thank you.

This is day 1 of the transfer but I can't have weeks of this as my blood pressure is through the roof and I will lose my job  so I may as well go ahead and cancel.

Vodafone sound v quick, did they need to send an engineer out? I have Vodafone phone contract so maybe I can swap out fast?

[JimM11]

@Magpie26 You will need to cancel it all then wait a couple off day's with an OPEN order on the system no one can get your connection at all.

[dparr1959]

I am on Part fibre so did not need a engineer as full fibre will not be my area for over 12 months away.

I cancelled my move to EE and and went back to plusnet then a day later placed a order with Vodafone

Plus if you move to Vodafone they did have a offer to pay towards your move if still in contract 

If you’ve taken out a 24-month plan with us but have leaving fees from another provider, you can apply for up to £300 switching credit after you’ve paid your final bill.

https://www.vodafone.co.uk/broadband/switch-and-save

Or plus place order via Monet supermarket  offer gift cards  i got £130 Amazon gift card after 2 months

https://www.moneysupermarket.com/broadband/providers/vodafone/